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Email Pickup Response System

Overview

The Email Pickup Response System allows Scott Recycling to send email blasts to customers with interactive "Need Pickup" and "No Pickup Needed" buttons. When customers click these buttons, the system automatically updates their records and creates appropriate follow-up actions.

Version: 17.0.1.0.0 Last Updated: February 2026 Target Audience: CSRs, Dispatchers, Managers

What This Module Does

Feature Description
Email Blast Integration Send mass emails with personalized pickup response buttons
One-Click Responses Customers click a button - no login required
Automatic Lead Creation "Need Pickup" clicks create leads in the Needs Pickup stage
Followup Management "No Pickup" clicks reset the customer's followup cycle
Response Tracking View all customer responses in a dedicated dashboard

How It Works

Customer receives email → Clicks "Need Pickup" or "No Pickup"
                                    ↓
            System creates note with "Receive Email" result
                                    ↓
            last_decision_maker_date automatically updated
                                    ↓
    "Need Pickup": Lead created/moved to Needs Pickup stage
    "No Pickup": Customer stays in regular followup cycle

Key Benefits

  • Proactive Customer Outreach - Reach customers before they call you
  • Reduced Call Volume - Customers respond with one click instead of calling
  • Queue Integration - Responses flow directly into the existing lead queue
  • Automatic Tracking - Every response is logged with timestamps
  • No Customer Login Required - Secure tokenized links work without authentication

Training Modules

Module Duration Audience
User Guide 20 min CSRs, Dispatchers, Managers
Technical Reference 30 min Developers, IT

Quick Start

For CSRs/Managers (Sending Emails)

  1. Navigate to Email Marketing → Mass Email from Filter

    Mass Email from Filter dialog

  2. Select customers using a saved filter or manual selection

  3. Check "Include Pickup Response Links"
  4. Click Create Mailing
  5. Review and send the email

For Dispatchers (Processing Responses)

  1. Monitor SR Management → Leads for new leads in "Needs Pickup" stage
  2. These leads came from email responses
  3. Schedule pickups as normal

For Managers (Viewing Responses)

  1. Navigate to SR Management → Customers → Email Responses
  2. View all responses with filters for type, date, status

Getting Help

  • Questions about sending emails? See the User Guide
  • Technical issues? See the Technical Reference or contact IT
  • Customer didn't receive email? Check their email address in Contacts